IT Client Success Spec Ii

3 weeks ago

Glendale, United States Phoenix Children's Hospital Full time

The IT Client Success Specialist II is responsible for improving IT relations and support to all stakeholders throughout Phoenix Children's. The Specialist II works independently and shows initiative while uncovering the unique challenges each client faces and collaborates with all IT teams to create valuable solutions. With a hands-on approach, this role assists with all IT related issues involving client hardware, software, and peripherals owned by Phoenix Children’s or contracted vendors. This individual displays a level of Information Technology knowledge and workflow understanding necessary to provide outstanding customer support and mentoring for level one specialists.

**Position Duties**:

- Customer Service
- Builds further on established relationships within a diverse group of individuals.
- Communicates cross-functionally with other departments and document findings.
- Develops and maintains an understanding of support and IT processes.
- Actively seeks new improvement opportunities.
- Guides clients through process, analyzes needs, and presents solutions.
- Identifies and troubleshoots hardware and software issues.
- Escalates issues to other teams as needed.
- Technical Knowledge
- Works independently and shows initiative in resolving complex support issues and requests.
- Escalates issues as required to more senior members of the team, leadership, or other appropriate IT teams to ensure timely resolution.
- Assists hands-on with reported device issues.
- Understands high level network, storage, and endpoint computers.
- Clinical Workflow Knowledge
- Works closely with clinical staff to understand the primary objectives and challenges involved in their clinical workflows.
- Works with appropriate IT clinical ancillary or clinical optimization teams to improve overall workflows.
- Suggests potential solutions to primary challenges.
- Provides support and mentoring for level one specialists.
- Updating and maintaining documentation
- Participates in creating and updating documentation for training, process improvements, and knowledge base articles.
- Creates and updates IT Service tickets.
- Works in coordination with team mates and leadership to identify areas that require training and documentation.
- Participates in scheduled training and shows initiative in expanding knowledge of processes and newly implemented solutions.
- Performs miscellaneous job related duties as requested.

**Phoenix Children's Mission, Vision, & Values**:
**Mission**
To advance hope, healing and the best healthcare for children and their families

**Vision**
Phoenix Children's will be the leading pediatric health system in the Southwest, nationally recognized for exceptional care, innovative research and advanced medical education.

We realize this vision by:

- Offering the most comprehensive care across ages, communities and specialties
- Investing in innovative research, including emerging treatments, tools and technologies
- Advancing education and training to shape the next generation of clinical leaders
- Advocating for the health and well-being of children and families

**Values**
- We place children and families at the center of all we do
- We deliver exceptional care, every day and in every way
- We collaborate with colleagues, partners and communities to amplify our impact
- We set the standards of pediatric healthcare today, and innovate for the future
- We are accountable for making the highest quality care accessible and affordable

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